What do you think of Dubai taxis? I had a different experience ...

Dubai taxis drivers are known to be smelly, angry and rude, reckless behind the wheel and cause most of the road accidents in the emirate. They are also grumpy and wouldn’t step out of their comfort zones, ironically know nothing about customer service, whereas their job is all about service.

All of this changed in my head, as I took the best taxi ride of my life; I was going to the airport, my fiancée stopped a taxi and asked him to follow us to the sandy parking lot and then drop me to the airport; Fareed, the clean and elegant driver nodded his head and with a gentle smile followed. As I have entered his car, I was surprised, that although it has 400000km on the dashboard, it was cleaner than new cars, with a fresh fruity scent. He initiated a conversation and asked if he might know where I was heading to, I have answered I am going to Lebanon, he then started to comment on the current growth in the financial situation of the country and to my surprise he was right in all that he said, his knowledge blew me off. As we were cruising I couldn’t but notice his great driving style, it was amazing; he was very respectful of other drivers, gentle on the accelerator and never had to suddenly break, which was unusual for a Dubai Taxi. He taught me some new cultural aspects of his native Pakistan and told me that he was an auto engineer and was not supposed to be a taxi driver, however since he is stuck with this job for visa reasons, he has decided to make the best of it, and that means that he wants to give every customer a beautiful and enjoyable ride. 

As a result of Fareed's behaviour in my airport ride I have doubled the fare as a tip, and I am sure you would have done the same.

The important lesson that I have learned from this taxi ride, is that whatever our job might be, we should enjoy what we do and exceed the expectations of our customers (whether internal or external customers). By giving an exceptional service, we don't only make an impact on others, but we also increase the chances of impacting ourselves.

So remember keep your smile and do what you are exactly supposed to do, no matter what you job is, and one day you can make an impression strong enough to change the world.  As Malcom Forbes puts it: “Diamonds are nothing more than chunks of coal that stuck to their jobs”.

www.ideasgrp.com

info@ideasgrp.com

The crisis is killing long term growth...all it takes is a paradigm shift

What do smart managers do in Economic downturns?

Yes you are right they start laying off their staff.

And how do they do it?

They look at the salary figures and start eliminating the high paid employees, then will look at any other large expenditure, all in the aim of rounding off their numbers.

However what organizations fail to do, is to downsize their operations, following the staff cut, by production cut.

This imbalance is nothing but the old concept of Production/Production capability (by Dr. Covey). What this means in simple terms, is that, whenever our delivery will start affecting our quality, we should decline new business ; each good manager should know where that break point is located in regards to their respective business.

To paint a clearer picture, I will share with you my worst dining experience; Last weekend I went with my friends for a very late lunch at Locatelli, the Italian restaurant of the famous Atlantis in Dubai. The restaurant seats 210 persons and looks very neat, with a good design and a welcoming atmosphere. We placed our order which was composed of salads, pizzas and pasta dishes. 45 minutes later the pasta was served and then the salads and some items on the menu were missing, although in those 45 minutes waiting time we called the waiters at least 10 times, 2 of which, the restaurant manager attended us, and where we made clear that we want the salads and the pizzas first as an appetizer and then the other dishes. The problem was that the restaurant is understaffed,orders were mixed, and the worst part is that waiters started blaming their colleagues in front of us.

I wouldn’t be writing this blog if this was a one off; As I was telling this story to my friends, I heard some similar comments on the same top class restaurant.

Staff lay off is a short term quick fix, however messing up with the P/PC equation is a long term damage, and its effects are most of the time irreparable. 

info@ideagrp.com

www.ideasgrp.com